Self-Pay Billing & Customer Care Associate II

Albany Med; City of Albany (NY); On-site; USD 47,000 - 66,000; Full time

Job summary

Albany Medical Center is seeking a Customer Service Billing Associate II to support patients and families across multiple campus locations. You will handle high call volumes, assist with payment plans, and coordinate with billing, legal, and insurance teams to resolve complex issues.

The role requires strong communication and problem-solving skills, comfort with financial/billing terms, and experience with CRM systems. Equal opportunity employer, on-site position in Albany, NY.

Qualifications

• High School Diploma/G.E.D. required.
• Associate's Degree preferred.
• 1-2 years of relevant customer service or support experience required.
• Demonstrated ability to manage more complex financial and billing issues.
• Strong analytical skills for identifying trends and root causes.
• Good knowledge of billing, insurance, and payment plan processes.
• Ability to work independently, take ownership.
• Continued strong communication and de-escalation ability.
• Excellent verbal and written communication.
• Strong attention to detail; ability to follow processes accurately.

Responsibilities

• Manage inbound and outbound calls with professionalism and empathy, addressing customer inquiries.
• Assist patients in reviewing and selecting appropriate payment plan options within guidelines, including Financial Aid guidance.
• Maintain listening skills and de-escalate in difficult customer interactions.
• Manage more complex credit balance accounts.
• Update patient insurance and demographic information to keep records current.

Skills

Customer service

De-escalation

Communication

Time management

Payment plan knowledge

Education

High School Diploma or GED

Associate's Degree preferred

Tools

CRM software

Job description

Albany Medical Center is seeking a Customer Service Billing Associate II to support patients and families across multiple campus locations. You will handle high call volumes, assist with payment plans, and coordinate with billing, legal, and insurance teams to resolve complex issues.

The role requires strong communication and problem-solving skills, comfort with financial/billing terms, and experience with CRM systems. Equal opportunity employer, on-site position in Albany, NY.